Customer Service Manager at Bave Design Studio

• We are hiring a Customer Care Lead to own and manage the entire customer care function of a fast-growing skincare retail brand.
• This role is for someone who understands people, processes, and pressure. Someone who can lead agents, coordinate with the retail front desk, maintain brand tone, and ensure every customer interaction reflects excellence.
• You will not just respond to customers, you will lead the customer care operation.

Key Responsibilities

• Lead and manage customer care agents and retail front desk staff
• Set customer service standards, tone of voice, and response protocols
• Oversee customer communication across WhatsApp, Instagram, email, phone, and in-store
• Handle escalations, complaints, refunds, and sensitive customer issues professionally
• Train and retrain staff on customer service etiquette, CRM usage, and workflows
• Monitor response time, resolution time, customer satisfaction, and team performance
• Work closely with operations, logistics, and management to close customer feedback loops
• Maintain proper documentation and customer records using CRM tools
• Ensure consistency between online customer care and physical retail experience

Requirements

• Minimum of 3–5 years experience in customer care or customer experience
• At least 1–2 years in a lead, supervisory, or managerial customer service role
• Experience working in retail, skincare, beauty, fashion, or high-volume consumer brands
• Excellent spoken and written communication skills
• Calm under pressure and emotionally intelligent
• Strong leadership and people-management skills
• Tech-savvy and confident using CRMs, helpdesk tools, and dashboards
• Ability to train, correct, and improve team performance without micromanaging

Bonus (Not Mandatory)

• Experience setting up or restructuring a customer care department
• Experience with WhatsApp-based customer service at scale
• Familiarity with Zoho, HubSpot, Freshdesk, Zendesk, or similar tools

What Success Looks Like in This Role

• Faster response times
• Fewer unresolved complaints
• A confident, well-trained customer care team
• Customers who feel heard, respected, and valued
• Clear reporting and accountability